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Use Zendesk Time Tracking?  Sync it back to NetSuite on our Enterprise plans!

To enable Time Tracking in your integration just check the feature in Step 1 "Sync Time Tracking information".

If this option is checked SyncApps will sync time tracking information from Zendesk to NetSuite time tracking. Next, enter the NetSuite Service Item in Step 3 of this integration to sync back time tracking for it.

Please note that Zendesk Time Tracking software must be installed in Zendesk. Download it here if you have not already into Zendesk.

Lastly, check NetSuite for each case that is using Time Tracking to see the results.

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How Time Tracking Works in NetSuite | How Time Tracking Works in Zendesk

If you want a live demo please reach out to our integration experts today.  


Thanks for stopping by to check out how to sync information from NetSuite Customer record fields to Zendesk Organization fields.

Hopefully, you’ve been able at this point to set up syncing from NetSuite Customer record fields to Zendesk User fields in Step 4 if you are at this stage of your integration setup.

The Customer fields relate only to the Zendesk User fields but with the option below called "Allow organizational field mapping", you can now map these in Step 4 Field Mapping when this feature is checked.

Once enabled please also create or use an existing NetSuite Contact Saved Search and place the Internal ID, Name, and Type in Step 2 and check enable "Create Zendesk organization for each synced Contact's company" option.

Finally, head to Step 4 and Refresh fields in the field mapping page of your integration.

Best Practice:

Remove any NetSuite Customer Saved Search in Step 1 of your configuration, if you have one currently, as SyncApps will use NetSuite Contact Saved Search to correlate the NetSuite Contact's Customer to Zendesk Organization. 

If you encounter any snags, please reach out to our 24/7 Support team. We'd love to help you out.

Check out some best practices on how to sync NetSuite Companies to Zendesk Organizations.

If you're like many NetSuite companies out there, you might have multiple naming conventions that need to be addressed before you start an integration.

Let's take a Medical Industry company that had the same name (like Allcare Pharmacy) synced as one organization in Zendesk.

However, with 4 Allcare Pharmacy and one AllCare Pharmacy (with uppercase C) in NetSuite things got tricky.

Note that Allcare Pharmacy has 4 contacts, these are the 4 contacts from the 4 NetSuite companies synced to one Zendesk Organization.

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For Zendesk Organization integration currently, we integrate only by company name. The problem is the company name in NetSuite is not unique (the customer id is unique).

Note: To fix this issue you may need to make the company name differentiated in NetSuite - (This option can be used if you have the permissions to edit the company name in NetSuite)

You can also use Customer ID (like 106127 AllCare Pharmacy) instead of a name to be used as an organization name in Zendesk.


There’s an option to sync NetSuite customer Entity ID as Zendesk organization name in Step 4 Field Mapping in each integration.

To use NetSuite EntityID instead of the company name, you need to map "EntityID" to "Organization: Name". 

We can also enable our expression mapping feature that can be used for combining fields, in this use case above EntityID and company name. Just reach out to our 24/7 support to enable this feature.

Next, if this route is chosen then map the following expression to Organization name.

record.EntityID + ' ' + record.CompanyName

Need more advice on NetSuite integrations? Book our Experts today here.


To integrate Zendesk, where your customer success team lives, with NetSuite where Salespeople live is super easy.  


Try to see which mode of integration makes the most sense for your team and choose the right one.  

Sync Modes, or a term for direction of integration really, for the Zendesk for NetSuite Integration can be found at Step 1 of your Sync Profile.

The Sync Mode option cannot be changed once selected. 

  • Using one integration with one Sync mode is recommended for a robust integration experience with Zendesk and NetSuite.

Check with our support team today to see which integration mode is best for your business.

These are the following Supported modes:

Zendesk Ticket to NetSuite Case (One-way ticket sync)

The Zendesk Ticket is synced to NetSuite Case and updates from Zendesk Ticket will always be synced to NetSuite Case. NetSuite Contacts or Customers can be synced to Zendesk User.

NetSuite Case to Zendesk Ticket (One-way ticket sync)

NetSuite Case is synced to Zendesk Ticket and updates from NetSuite Case will always be synced to Zendesk Ticket. NetSuite Contacts or Customers can be synced to Zendesk User.

Need to only sync specific NetSuite Cases back to NetSuite? Be sure to edit the role that you're using for SyncApps then select only the specific Subsidiaries so that only NetSuite Cases with the selected Subsidiaries will be synced to Zendesk.

Sync Zendesk Ticket to NetSuite Case only if NetSuite Case does not exist. Sync NetSuite Case update to Zendesk Ticket.

Sync Zendesk Ticket to NetSuite Case. A NetSuite Case is created if the Case does not exist at the time of sync. Any updates in NetSuite Case are synced back to Zendesk Ticket. Update in Zendesk fields is not synced to NetSuite Case fields. Syncs comments bi-bidirectionally. NetSuite Contacts or Customers can be synced to Zendesk User.

This mode is for a scenario where Zendesk is used to receive support endpoint, NetSuite cases are created on every Zendesk ticket then a support person works in NetSuite and updates NetSuite Status.

Status in NetSuite will then be updated to the Zendesk ticket.

Do not sync Zendesk tickets.

If this mode is chosen then tickets from Zendesk are not synced to NetSuite Cases and users will not be synced from Zendesk to NetSuite as contacts or customers

Note: Still using Username and Password for your Authentication in NetSuite (Step 2 of the Sync Profile)? Switch to Token-Based Authentication now and have an enhanced integration experience today! 

See the guide

Hi there! Thanks for stopping by!

This article will walk you through how RMA feature for Zendesk works.

Let's get started.

The RMA feature for our Zendesk Software for NetSuite can be utilized after your Sync Profile is created because the RMA feature needs to connect to NetSuite using credentials defined in your Sync Profile from within Zendesk.

Please open up the Zendesk Software for NetSuite while on a Zendesk ticket to display the RMA tab and the RMA tab is only displayed if you press the customer details after a search (or by pressing customer details link), then press "Create RMA" button.

The customer's last 5-10 orders from NetSuite will also be displayed and if you need more, don't hesitate to drop us an email.

You can search NetSuite customers, right from Zendesk, enabling your Customer Service team to view Customer details including the Sales Order. After tapping the NetSuite Sales Order details displayed in the Zendesk Software for NetSuite, you can then create an RMA from a Sales Order.

*NetSuite Permissions required.


Is it possible to create a stand-alone RMA, not created from an existing NetSuite sales order?

Yes, absolutely!

Creating a stand-alone return authorization in NetSuite is possible. But the only difference is that this will not be linked to a sale transaction.

A good use case would be issuing an RMA to an end customer where the original sale transaction was done with a distributor or a retailer.

We hope that this has helped you get started on integrating NetSuite & Zendesk!

If you ever have questions, don't hesitate to drop us an email at our 24/7 Support Desk.

Hey there!

Setting up an integration for syncing Tickets and Cases for Freshdesk with NetSuite? You got it right! Here's the right article for you! 

Before setting up your Sync Profile, make sure that you have properly setup required Permissions/Roles in NetSuite and have correctly set up the Token-Based Authentication:

Let’s get started!

Setting up your Sync Profile

Setting up your Sync Profile, or integration as it is called is easy!

You are now setting up the integration, so we are giving you an EXTRA 2 Weeks Free on us! Enjoy 4 Full Weeks of our real-time, Enterprise plan integration.

  • Unlimited Records sync between Freshdesk and NetSuite
  • Unlimited Opt-Out sync from your NetSuite and Freshdesk 
  • Unlimited  Tickets and Cases integration
  • Sync on Demand included for easy testing of your integration scenarios
  • Scheduling of a Sync Profile is available on both Free trial and Paid plans (Step 5)


Logging in to your SyncApps account will land you the SyncApps Dashboard. Head to Sync Profiles and Once you’ve selected the Sync Profiles tab, tap the “Create Sync Profile” button.

Enter any designated name for your new Sync Profile as your identifier. Then in Sync Type, select Freshdesk to NetSuite.

Step 1: Freshdesk


Freshdesk Domain URL 

  • Look for the domain of your Freshdesk instance. You may find that in your Freshdesk URL. Example


  • An API key is important so that SyncApps can be able to access and integrate the Freshdesk tickets to NetSuite.
  1. Log in to your Freshdesk Support Portal.
  2. Tap on your profile picture on the top right corner of your portal.
  3. Go to Profile settings Page.
  4. Your API key will be available below the change password section to your right.
  5. Copy then paste it in the "API Key" box in Step 1 of the Sync Profile.

Sync Mode

  • There are two available Tickets and Cases Sync Modes for now. Need to request another one that will meet your integration needs? Feel free to reach out to our 24/7 Support team today! You can only set up 1 Sync Mode per Sync Profile so if you prefer to do both ways then you'll need to set up another Sync Profile for it.

If you're using the Freshdesk RMA app, please reach out to our 24/7 support team through so that they can send you the file to install it to your Freshdesk.

Once you have completed the setup per Step, please tap the "Next" button.

Step 2: NetSuite


Once you have completed the Token-Based Authentication setup, please copy the NetSuite credentials to Step 2 of the Sync Profile.

You can also select the optional features in Step 2 of the Sync Profile. To know how each feature works, hover over to the SyncNote tooltip () beside each feature.

After configuring Step 2, tap the "Next" button.

Step 3: Additional Configuration


Step 3 of the Sync Profile is where you'll gonna set up the Freshdesk Ticket Priority to NetSuite Case Priority and Freshdesk Source to NetSuite Origin.

Step 4: Field Mapping

Additional field mapping is optional. Basic ticket fields such as subject, description, type, status, priority are already mapped. Otherwise, if you have more additional fields to map, then you’ll have to set these fields up here.

Generic Field Mapping Guide

Step 5: Sync Scheduling

Finally, the very last step. Just select the time when you would like to sync your data automatically.

Sync Scheduling Guide

Tap the Finish button and then Sync Now. More questions or hit any snags? You can always reach out to our 24/7 Support team.

Need some help?

Check out the options below on how you can contact our Support team and find the answers you need to help you with your SyncApps integrations.

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Check out these Help Desk articles for answers to frequently asked questions.

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